Manager Ii, Contact Experience Center Sales

3 weeks ago

Rocklin, United States First Technology Federal Credit Union Full time

The Manager II, Contact Experience Center (CXC) Sales & Service oversees the day-to-day activities of a fast paced and multifaceted inbound call center. This role is responsible for leading and developing a team of Sales and Service Representatives focused on building and enhancing consumer relationships while providing exceptional service.

**_ _**

**Primary Responsibilities**:

- Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
- Execute strategic plans to achieve organizational goals and prioritize work appropriately to meet deadlines
- Maintain service levels by monitoring queues, forecasting, and coaching team to call center metrics
- Adept at problem-solving, time management, organizational skills and the ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
- Provide operational, technical, and soft-skill support to representatives both on-site and/or remote
- Leverage metrics and reporting to identify opportunities and initiate action plans
- Actively participate in the interview and hiring process including partnering with recruiting
- Evolve and effectively lead through change management in a fast-paced environment and provide support to peers as needed
- Facilitate team and leadership meetings which may include partnering with other business units
- Implement new leadership techniques through company provided trainings and professional development
- Actively lead cross functional meetings and projects to drive business unit strategies
- Work with organizational leadership to facilitate and/or contribute to strategic initiatives
- Support leadership onboarding or act as a peer mentor as needed

**Experience and Education Requirement**:

- ** Minimum Education**:Bachelor’s degree is preferred
- Minimum 3 years leadership experience leading in a fast-paced service centric environment with 2 years of experience in a call center
- Minimum 3 years of sales leadership experience focused on enhancing consumer relationships; financial industry preferred
- Ability to use data and analytic information to gain insights and drive strategic direction
- Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
- Adept at problem-solving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
- Ability to influence others and move toward a common vision or goal
- Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
- Demonstrated experience partnering and effectively collaborating with multiple work groups and manage through frequent change
- Working knowledge of Microsoft Office Suite
- Proficiency in Microsoft Outlook and remote communication tools (Webex, Teams, etc.)
- **Certification/License**: N/A

**Location**: Rocklin Corporate Location, Rocklin, CA 95765. The Contact Center team works on-site, but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.

**Schedule**:40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance

**Target Compensation in Rocklin, **CA**: $86,000 - $102,000 annually + quarterly incentive

**Benefits options include**
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays

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